Call Heatmap — Guide

The Call Heatmap in Onoff Business helps you understand when your team receives and makes the most calls, when performance is at its peak, and where potential staffing gaps may exist. It is a visual, weekly overview of call activity across your organization, designed to support workforce planning and operational visibility.

1. What is the Call Heatmap?

The Call Heatmap is a weekly, hour-by-hour visualization of your company’s call activity.
It highlights:

• When calls occur most frequently
  
• How long calls typically last
  
• When answer rates are high or low
  
• Patterns that help optimize staffing and scheduling
  

The heatmap aggregates data for each hour block from Monday to Sunday and colors each cell based on its intensity. A legend at the bottom of the page explains the color meaning for each heatmap type.

2. Where to Find It

You can access the Call Heatmap from the Onoff Business management interface

management interface → Call Heatmap

The feature is available only on Max plan.

3. How the Heatmap Works

Each heatmap displays seven days (Mon–Sun) and 24 hourly slots.
Every cell represents call activity during a specific hour of a specific day.

Depending on the selected heatmap type, the cell contains:

• A color level (intensity = higher activity)
  
• A percentage (e.g., 80% answered)
  
• And optionally, raw numbers (if details are enabled), e.g., “16/20 calls answered”
  

The heatmap updates based on your selected filters and configuration settings.

4. Heatmap Types

There are four different heatmaps, each offering a unique perspective:

1️⃣ Call Volume

Shows how many calls were received or made. Helps identify peak hours and low-activity windows.

2️⃣ Average Call Duration

Displays the typical duration of calls for that time frame. Useful for spotting long-support-call periods or short high-frequency interactions.

3️⃣ Answered Rate

Shows the percentage of calls answered within each hour slot. Useful to detect gaps in staffing or high-demand hours.

4️⃣ Unanswered Rate

Shows when calls were missed the most. Crucial for improving availability, staffing, or routing strategies.

You can switch between heatmap types instantly using the “Heatmap type” selector.

5. Filters

Filters allow you to explore heatmap data from different angles. You can filter by:

• Call direction (Inbound / Outbound / All)
  
• User (individual team members)
  
• Department
  
• Call duration
  

Filters update the entire heatmap, enabling you to isolate performance for teams, shifts, or specific users.

6. Configuration Options

The Call Heatmap is highly customizable so you can tailor it to your team’s workflow.

Working Hours / Shifts

Define the hours your team is expected to be active (e.g., 09:00–17:00).
This helps the heatmap highlight only relevant time ranges.

Time Zone

Select the time zone you want the heatmap to reflect.
This is especially useful for distributed teams.

Show/Hide Weekends

If your team does not work weekends, disable weekend columns for a cleaner view.

🔍 Show/Hide Details

A simple toggle that switches between:

• Minimal view: Only percentages
  
• Detailed view: Shows both percentage and raw numbers
  Example:
  Answered: 80/100 (80%)
  

This is helpful when presenting data or when you need either a clean overview or detailed operational insights.

7. Understanding the Color Legend

Each heatmap type has its own legend, showing how cell colors relate to:

• Low → medium → high activity (Call Volume)
  
• Short → long durations (Average Call Duration)
  
• Low → high answer rates (Answered Rate)
  
• Low → high missed call frequency (Unanswered Rate)
  

The legend helps interpret trends at a glance.

8. What You Can Use the Heatmap For

Some common operational use cases:

✔ Shift Planning

Identify peak hours and align staffing accordingly.

✔ Improving Answer Rates

Spot hours where the team struggles to answer calls and allocate more staff, reroute calls, or adjust SLAs.

✔ Quality & Performance Monitoring

Track call duration patterns to identify bottlenecks or training opportunities.

✔ Department-Level Optimization

Compare performance between teams to improve workload distribution.

✔ Detect Patterns Over Time

See recurring weekly trends or anomalies.

9. Frequently Asked Questions (FAQ)

1. Is the Call Heatmap real-time?

The heatmap is updated frequently but is designed for analysis, not real-time monitoring.

2. Can I download the heatmap?

Currently, the heatmap cannot be exported as a PDF or CSV. However, exporting metrics is planned for future updates.

3. Why do I see empty hours?

An empty cell means:

• No calls occurred, or
  
• Filters eliminated all calls in that time frame.
  

4. Why are weekends empty?

If your team doesn’t work weekends, you can disable weekends in the settings.
If weekends are enabled but empty, it means no calls were placed or received on those days.

5. Does the heatmap include internal calls?

Heatmap data includes inbound and outbound business calls, depending on your filter selection.

6. What’s the difference between answered and unanswered rate heatmaps?

• Answered Rate: % of calls successfully answered
  
• Unanswered Rate: % of calls missed or not picked up
  

They complement each other and can be toggled independently.

7. Can I filter by multiple users or departments at once?

Yes — multi-selection is supported for all filter types.